Mortgage Arrears Support Specialist

Kensington Mortgages; Marlow; On-site; GBP 23,000 - 29,000; Full time

Job summary

Kensington Mortgages, part of the Barclays Group, is seeking an experienced Customer Arrears Support Agent in the UK to help customers in payment difficulties. You will assess circumstances, explore payment arrangements, and provide empathetic guidance to reach the right outcome while avoiding litigation where possible.

You’ll handle high volumes of calls, document interactions across systems, and work under FCA guidelines to support customers through pre-litigation options and forbearance as

Qualifications

• Previous mortgage arrears experience is essential for this role.
• Understanding arrears processes and customer vulnerabilities.
• Excellent verbal and written communication with empathy.

Responsibilities

• Supporting customers experiencing mortgage arrears and financial difficulty
• Understanding individual circumstances and identifying potential vulnerabilities
• Completing income and expenditure assessments
• Discussing appropriate payment arrangements and forbearance solutions
• Handling a high volume of calls and transactions with professionalism and empathy
• Resolving complex queries and supporting customers through the pre-litigation process
• Taking ownership of customer inquiries through to resolution

Skills

Mortgage arrears experience

Negotiation

Empathy

Job description

Kensington Mortgages, part of the Barclays Group, is seeking an experienced Customer Arrears Support Agent in the UK to help customers in payment difficulties. You will assess circumstances, explore payment arrangements, and provide empathetic guidance to reach the right outcome while avoiding litigation where possible.

You’ll handle high volumes of calls, document interactions across systems, and work under FCA guidelines to support customers through pre-litigation options and forbearance as